Refund Policy

This Refund Policy explains how cancellations and refunds work for subscriptions to the Tourbox platform, operated by Tourbox Systems Limited ("Tourbox", "we", "us", "our"), a company registered in England and Wales under company number 15613075, registered address 125 Freshfield Road, Brighton, England, BN2 0BR.

Your subscription is billed either directly by Tourbox (an invoice from Tourbox Systems Limited, paid by bank transfer or by the payment link on the invoice) or, where you bought it through the in-app checkout, by Paddle.com Market Limited ("Paddle"), our merchant of record for those purchases. Refunds are returned by whoever billed you. This policy sits alongside our Terms of Service.

For any billing question, contact us at [email protected].

1. Free trial

Every new organisation starts with a 30-day free trial. No card is required to start it, and you are not charged during it. You only pay if you choose to subscribe, so you can evaluate Tourbox in full before any money changes hands.

2. Monthly subscriptions

You can cancel a monthly subscription at any time. Cancellation takes effect at the end of the current billing period, and you keep access until then. We do not refund the unused part of a billing period.

3. Annual subscriptions

You can cancel an annual subscription at any time. Access continues until the end of the paid year, and the subscription does not renew.

As a goodwill measure, if you have just started a new annual subscription you may request a full refund within 14 days of that payment, provided the subscription has not been used beyond ordinary evaluation. After 14 days, annual fees are non-refundable and we do not refund unused months.

An annual subscription may also be paid in twelve monthly instalments. The commitment is still the year: you can give notice at any time, access continues to the end of the committed year, the subscription does not renew, and the instalments for the remaining months of that year still fall due. The 14-day goodwill window above applies to the first instalment of a new annual subscription in the same way.

4. Seats

Adding seats is billed pro rata to the current period. Removing seats takes effect at the next renewal; we do not refund seats removed mid-period.

5. How to cancel or request a refund

To cancel, email [email protected] from the address on your account, or use Settings → Billing in the app where a cancel option is shown. To request a refund under this policy, email the same address. Approved refunds are returned to your original payment method, by Tourbox for direct invoices or by Paddle for in-app purchases, typically within 5 to 10 business days.

6. Exceptional circumstances

Nothing in this policy limits any rights you may have under applicable law. We may also, at our discretion, issue a refund outside the cases above, for example where a service fault prevented you from using Tourbox. These are handled case by case.

7. Business customers

Tourbox is sold to businesses for use in their trade. Statutory consumer cancellation rights that apply to purchases by individuals (such as the 14-day cooling-off period under the Consumer Contracts Regulations) do not generally apply to business purchases. The voluntary 14-day annual window in section 3 is offered regardless.